Pink Elephant – Assessing the ITIL Processes
A full assessment report on the current main ITIL processes for Pink Elephant.
The research focuses on how the processes within scope are described, implemented, executed, managed, monitored, and improved. Both individual processes and the overarching quality system are examined.
The scope of the research concerns the maturity of the following service management processes:
- Incident management
- Request fulfillment
- Problem management
- Change management
- Configuration/asset management
- Service level management
- Portfolio/catalogue management
The normative framework used for this research is a combination of frameworks from ITIL4, FitSM, ISO/IEC 20000, and COBIT. These frameworks provide guidelines for both the overarching quality system and the individual processes.
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